Job Summary
Are you looking for a new career? One where you can really make a difference?
Being an NWAS ICC Call Handling Support staff member involves more than just answering calls. The ideal candidate will manage inbound contacts, ensuring they are handled appropriately in line with Trust policy and procedure, and that calls and emails are directed correctly. Inbound non-emergency calls will likely come from various stakeholders, including patients and NHS colleagues. The post holder will also use various software tools to signpost and transfer patients to appropriate providers/services. The ideal candidate will assess provided information, offer clear and correct advice, and remain calm under pressure.
NWAS call handlers contribute significantly to providing first-class patient care, 24/7, 365 days a year. Responsibilities include assessing clinical symptoms and documenting patient information quickly and accurately, so computer/data input skills are essential. Handling around 1000 calls daily through the Integrated Contact Centre can be challenging but rewarding, as each shift makes a difference and no two days are the same.
Main duties of the job
What You'll Benefit From:
* Basic Salary range £24,169 + unsocial hours payments
* 27 days annual leave per year pro rata, increasing with service
* Enrolment into the NHS Pension Scheme
* Free onsite parking
* Access to extensive blue light discounts
* Full training and support from our dedicated education team and opportunities for career progression
Candidate Qualities:
* Good communicators with excellent telephone manners
* Organised with strong attention to detail
* Enjoy working in a fast-paced environment with good administration skills
* Computer literate, including Windows-based packages and keyboard skills
* Resilient, motivated, and passionate about delivering quality patient care
About Us
We are educated to GCSE level or equivalent vocational qualifications. North West Ambulance Service NHS Trust provides 24/7 emergency and non-emergency services, including accident and emergency care, patient transport, and NHS 111 services. Our staff deliver life-saving care and ensure public safety, working alongside other emergency services and responding to major incidents.
We also operate NHS 111 in the North West, providing accessible, non-emergency medical advice 24/7.
Job Details
Posted on 17 April 2025, under Agenda for Change Band 2, with a salary of £24,169 per annum. The role is permanent, full-time or part-time, based trustwide at locations including Manchester, Liverpool, or Preston. Initial training is full-time at Manchester from 28 July to 12 August 2025, with part-time options available post-training. Hours are Monday to Sunday, 0600-0030. Assessment centers and interviews are scheduled for the weekend of 18th May 2025 at Manchester, Parkway site. Please review eligibility for sponsorship as this role currently does not meet Skilled Worker criteria.
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